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Invoice related SOP

Customer Problem StatementsInvoice Required
OpeningWelcome to Urban Company! I'm [Associate Name] How may I assist you today?
L1 StatementCX needs invoice for the product
ProbingCheck if the Machine is delivered or not
{Ideally, Cx will receive the invoice for product along with Machine}
Resolution
Machine not deliveredMachine Delivered
Inform Cx he'll receive the hard copy invoice along with product and close the ticket.
1. Confirm the Email ID from the customer

  1. Raise on Slack for Invoice:

    • Send a message on Slack to the business points of contact (POCs) Sirat and Shivam requesting the invoice.

  2. Park the Ticket for 24 Hours:

    • After sending the message, park the ticket for 24 hours to await the invoice.

  3. Once Invoice Received on Slack:

    • Upon receiving the invoice on Slack, proceed to the next step.

  4. Fill OB Form and Raise to Client or TL:

    • Fill out the OB (Outbound) form and raise it to the client or Team Leader (TL).

  5. Email to Customer:

    • Once the OB form is raised, send an email to the customer.

  6. Confirm with Customer:

    • After sending the email, call the customer to confirm receipt of the email and address any questions or concerns.

  7. Close the Case:

    • If everything is confirmed and resolved, close the case.



As soon as the Email is shared, then close the ticket.
Key Points :We cannot add Customer's GST number in any invoice as it is a D2C business not B2B business
GST of UC is added on product invoice,
Tagging
Reason of Complaint (Main Tag)Payment Related
Reason of Complaint (Sub - Tag)Product invoice required
Resolution offered Invoice shared
Comments Invoice shared